Short code, SMS

What is SMS short code in a call center?

A shortcode is a five-digit number assigned by cellular network carriers that allows for high SMS throughput. Short code SMS is ideal for mass text blasts in business scenarios like marketing, lead generation, and telemarketing.

Shortcodes can be customized and can run on the expensive side as they take some time to set up. SMS short codes are really great for customer service, non-collection account information, or reminders. Shortcodes can be great conduits for mass notifications. They do also support two-way messaging.

There are two different types of SMS shortcodes. The first type of SMS shortcode is called a “Dedicated Short Code”, which means that it will only be used by one business.
The second type of SMS shortcode is called a “Shared Short Code”, which means that it’s used by many different businesses. With shared short codes businesses are assigned designated keywords that help carriers identify which business a message has been sent by.

More SMS Short Code Resources for Call Centers

2-Way & Mass SMS Texting for Call and Contact Centers | LiveVox

Automate SMS conversations using the power of AI. eLVee, LiveVox’s intelligent, native bot makes it easy to update chat and SMS campaigns or automate conversations.

What Is Short Code vs Long Code | LiveVox

There are two different types of SMS shortcodes. The first type of SMS shortcode is called a “Dedicated Short Code”, which means that it will only be used by one business. For example, big organizations like Pizza Hut and Domino’s have dedicated SMS shortcode numbers that they text your delivery updates from. This means that no other business can operate on Pizza Hut or Domino’s SMS shortcode number because it’s dedicated to their specific business. When it comes to SMS marketing, most large businesses have a dedicated SMS shortcode.

The second type of SMS shortcode is called a “Shared Short Code”, which means that it’s used by many different businesses. In the case of shared shortcodes, each business shares the shortcode and is assigned a unique SMS keyword that enables the carriers to determine which organization a message belongs to.

Best Practices for Global SMS – LiveVox

Because long codes look like a traditional phone number, they’re a good choice when you want a more personal feel. When a delivery is dropped off, for example, sending an alert from a long code can make it feel as if the message came directly from the delivery driver even if it’s automated. However, long codes have limitations, particularly throughout (the volume of messages that can be sent in a particular time frame). If you need to reach a larger number of subscribers, like when blasting out a flash promotion, using a short code will help you reach your recipients in a more timely manner.

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LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

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